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When you ask for a SAR (Subject Access Request) from a Mobile Provider you may see all manner of Jargon, which can be confusing.
You will need to submit a SAR (template letter is available courtesy of CurlyBen) and this will cost you £10.
Please be aware, in notes there can be nothing derogatory about you.
While it is permitted to write "Customer became irate" or even "Customer became abusive" phrases such as "customer is a gumpy old sod who needs a kick up the bum" are definate no nos!
Also, if you are disputing claims you were abusive on a phone, please note most call centres only keep recordings of calls for 6 months, and the phrase "All our calls are recorded" can be used when only 75% of calls are in actual fact recorded.
The following are common terms used in notes.
No Action: this means whatever you have called regarding has been sorted out without taking any action (changing anything) on your account.
CST/CMR: This simply means customer (or you)
Updated FDT: An FDT is a Future Dated Transaction, put simply this means if you were to change tarrifs, or set disconnections for 30days the date this change would take place must be manually imputted. To update an FDT means to change a date of a change.
V/O or View Only: This is a bit of a sticky wicket. View only means to go in to an account and look at something without changing something. Technically V/O should have a reason added, for example, V/O for notes, call monitored. or View only Work Diary.
Monitored: This means a supervisor/manager has been listening in to the call for quality testing. When this happens the advisor's notes and the content of the call must match. A supervisor will access the notes and check they are perfect, highlight any faults and note them down for feedback. At no time will a substantial change be made without firstly contacting the customer. Normally the advisor who has made the note is the person who carries all work through.
Term Fees Added: If you have ended your contract early, then you will be liable for Termination (Term) fees. If this has been added during the last 30 days of contract, the company MUST refund them as you are eligble for free disconnection.
DISX/DISC: Shortened form of disconnected.
VAS: Value Added Service. Any extra you have been given free, this can be free landline calls, or cheap international calls, even free texts.
Mnth/MTH: month
Cold transfered: Passed to an advisor in another dept without introducing the customer. Bad ettiquette, but is allowed during high call volumes. Technically they must ask your permisson first. "There is a cue for customer services sir/madam, are you ok to hold and introduce yourself to the next advisor, or shall I hold with you?"
Warm Transfered: To be passed to another advisor, and have the reason for calling explained. "Hello Mr Jones, I have my colluege Molly on the phone, she knows exactly whats going on.. may i transfer you?"
Save: Any action to a disconnecting customer that convinces them to stay.
W/D or Work Diaries: These are basically a team notebook. If for example you transfer from an 12 to an 18 month contract, with a discount, the discount is not available for the 18 months at that time. therefore a note will be left for the team that after 12 months to add another 6 months. These are secure and can only be viewed by members of the same team.
Subs: Line rental
If you see anything on a SAR I have not covered, please let me know..
Puff.
You will need to submit a SAR (template letter is available courtesy of CurlyBen) and this will cost you £10.
Please be aware, in notes there can be nothing derogatory about you.
While it is permitted to write "Customer became irate" or even "Customer became abusive" phrases such as "customer is a gumpy old sod who needs a kick up the bum" are definate no nos!
Also, if you are disputing claims you were abusive on a phone, please note most call centres only keep recordings of calls for 6 months, and the phrase "All our calls are recorded" can be used when only 75% of calls are in actual fact recorded.
The following are common terms used in notes.
No Action: this means whatever you have called regarding has been sorted out without taking any action (changing anything) on your account.
CST/CMR: This simply means customer (or you)
Updated FDT: An FDT is a Future Dated Transaction, put simply this means if you were to change tarrifs, or set disconnections for 30days the date this change would take place must be manually imputted. To update an FDT means to change a date of a change.
V/O or View Only: This is a bit of a sticky wicket. View only means to go in to an account and look at something without changing something. Technically V/O should have a reason added, for example, V/O for notes, call monitored. or View only Work Diary.
Monitored: This means a supervisor/manager has been listening in to the call for quality testing. When this happens the advisor's notes and the content of the call must match. A supervisor will access the notes and check they are perfect, highlight any faults and note them down for feedback. At no time will a substantial change be made without firstly contacting the customer. Normally the advisor who has made the note is the person who carries all work through.
Term Fees Added: If you have ended your contract early, then you will be liable for Termination (Term) fees. If this has been added during the last 30 days of contract, the company MUST refund them as you are eligble for free disconnection.
DISX/DISC: Shortened form of disconnected.
VAS: Value Added Service. Any extra you have been given free, this can be free landline calls, or cheap international calls, even free texts.
Mnth/MTH: month
Cold transfered: Passed to an advisor in another dept without introducing the customer. Bad ettiquette, but is allowed during high call volumes. Technically they must ask your permisson first. "There is a cue for customer services sir/madam, are you ok to hold and introduce yourself to the next advisor, or shall I hold with you?"
Warm Transfered: To be passed to another advisor, and have the reason for calling explained. "Hello Mr Jones, I have my colluege Molly on the phone, she knows exactly whats going on.. may i transfer you?"
Save: Any action to a disconnecting customer that convinces them to stay.
W/D or Work Diaries: These are basically a team notebook. If for example you transfer from an 12 to an 18 month contract, with a discount, the discount is not available for the 18 months at that time. therefore a note will be left for the team that after 12 months to add another 6 months. These are secure and can only be viewed by members of the same team.
Subs: Line rental
If you see anything on a SAR I have not covered, please let me know..
Puff.